Pearson Manager Enrollment Solutions in San Francisco, California
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. We are bold thinkers and standout innovators who push the boundaries of technology. We create seeds of learning that become the catalyst for the world’s innovations. Within the Pearson Virtual Schools (PVS) division we have reimagined K-12 education through our virtual school and curriculum offerings. Our schools, Connections Academy and Pearson Online Academy, provide a best-in-class online learning environment for K-12 students to acquire the skills and confidence they need to adapt and thrive in a changing world. We also support school districts with curriculum, teachers, and technology as they make the shift to online. The COVID-19 pandemic introduced significant disruption and transformation to the K-12 learning market. And as a result, our category has seen explosive growth and our business has experienced enormous increases in awareness and enrollments. This presents an incredible opportunity for our team to chart a ground-breaking path through this shifting environment to achieve continued success.
The Manager, Enrollment Solutions helps to define/redefine enrollment and customer engagement process requirements and automation scope by collaborating with technology and product teams to maintain the current enrollment systems and enhance/implement new systems, that will drive the operation towards automated processes to improve efficiency and productivity as it pertains to processes that drive the enrollment and customer engagement experience.
Specifically, this position requires the incumbent to actively contribute to and lead a team of business analysts to elicit, analyze, validate, specify, verify, and manage the business needs of project stakeholders, including internal customers and end-users, and is involved throughout the process solution development lifecycle in partnership with our Product and Information Technology teams. Upon producing the requirements baseline, the focus shifts towards verifying and leading the team through the fulfillment of all requirements and communicating and leading changes to the organization, in accordance with the project change control and change management processes, respectively.
This role involves the direct management of all enrollment teams aspects of legacy and new systems including implementation project management, long-range strategy planning, implementing roadmaps for system enhancements and new builds. The role requires a unique combination of exceptional internal customer focus, strong communication skills, technology know-how, and solid planning, implementation and operational skills.
Responsibilities & Duties
Work closely with internal operations teams (e.g. Enrollment & Customer Engagement Ops, Marketing Ops, Business Sales Ops) and Development teams on strategic programs, and collaboratively design and implement cross-functional technology-based solutions.
Understands and creates maps and models, in partnership with other functions, to represent Enrollment and Customer Engagement team capabilities, delivery of value, products and services, etc.
Maintain on-going relationships with business system vendors; and work with others in vendor management roles to ensure consistency in approach and process.
Make the business case for systems improvements and/or alternative new systems in partnership with the functions that will use those systems most
Work with external vendors, IT, and functional business teams to pilot new technologies/approaches to our business.
Provide central coordination for all business requirements for enrollment automation and process re-engineering initiatives
Monitor changes or advancements in technology to recommend ways that enrollment and customer engagement can improve and gain competitive advantages
Continuously deliver system and process improvements with limited business interruption
Interface directly with internal and external stakeholders to ensure that requirements are accurately articulated for solutioning by IT and Product Teams.
Provide enrollment and customer engagement team owners insight into how to optimize their processes
Directly manages a team of 2 - 4 Full-time Equivalent (FTE) regular employees and/or contractors/third-party outsourced vendors. Carries out managerial responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Stay up to date with Agile/Scrum best practices and new trends
Mediate stakeholder conflicts and overcome organizational roadblocks.
Work with the training team to make internal training available as needed for teams to quickly leverage new technologies
MINIMUM REQUIRED QUALIFICATIONS:
5+ years of in-depth, hands-on experience with consultation, design, implementation and maintenance of systems
At least 5 years of experience in providing authoritative business architectural and process re-engineering advice to business and technology colleagues.
Demonstrates an ordered, systematic approach to solutioning
Proven track record of successfully leading complex and transformative projects including a demonstrated ability to interact and work effectively with diverse teams and multiple counterparts across the enterprise spanning several time zones.
Execute against multiple contending priorities simultaneously Listening skills, to understand what people say and to detect what they might be hesitant to say
Experience creating and managing complex project plans with multiple interdependencies, consistent track record of meeting deadlines, and able to proactively raise and solve for blockers or risks.
Outstanding executive communications skills required including ability to synthesize key messages and “storytell”.
Experience working in a team-oriented, collaborative cross-functional environment
Interviewing skills, to talk with individuals and groups about their needs and ask the right questions to surface essential requirements information
Analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, translate up from low-level information to a more general understanding, distinguish presented user requests from the underlying true needs, and distinguish solution ideas from requirements.
OTHER REQUIRED QUALIFICATIONS:
Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
Experience working with vendors regarding resolution of hardware and infrastructure systems
Experience with Agile, SAFe, and Waterfall methodologies
Writing and organizational skills, to work with the vast array of information gathered during elicitation and analysis, and to cope with rapidly changing information
Interpersonal skills, to help negotiate priorities and to resolve conflicts among project stakeholders
Knowledge in ITSM (ServiceNow) and other ticketing system software
Experience with Azure DevOps
Excellent analytical and problem-solving skills with strong attention to detail
Experience in healthcare, education, or banking industry is preferred
Familiar with process improvement methodologies a plus (Lean, Six Sigma, etc.)
Project management skills to help organize, lead, and implement business and technology solutions
Ability to travel 5% of the time
Ability to clear required background check
Experience interacting with education or healthcare services industry is a plus
Experience working in an environment where you are the expert in a large enterprise
Organization: Virtual Learning
Req ID: 678